Communication Styles Flashcards
What are the types of communication?
(8)
Formal communication
Informal communication
Downward communication
Upward communication
Horizontal communication
Diagonal communication
Non-verbal communication
Verbal communication
What is formal communication?
Using proper language, no slang, official communication, e.g. letter, emails
What is informal communication?
Day to day language used in conversations, texting, abbreviations
What is downward communication?
Policies and procedures, what you can and can’t do
What is upward communication?
People telling you what’s happening, e.g. meetings
What is horizontal communication?
Team work
What is diagonal communication?
Working across teams, e.g. radiologists, radiographers, nurses, etc
What is non-verbal communication?
Facial expressions, body language
What is verbal communication?
What you say, tone of voice
What are communication mediums?
Ways that we can communicate
How long are professionals required to give patients to decide to have a procedure?
2 weeks
Why is professional communication important?
(6)
Poor communication leads to hospital complaints which will be investigated
Poor communication wastes public funds, damages patient care and puts patients at risk
Poor communication between colleagues and/or patients can have a negative impact on morale, staff and patient satisfaction, treatment outcomes and quality of care
Patients feel more able to ask questions and be more involved in their care
Patients feel like they have a sense of control over their condition and treatment
Patients feel like they can trust and have more confidence in the treatment process, so they’re more likely to comply with the treatment
What are examples of effective interpersonal communication?
(5)
Build a trusting relationship with the service user
Help the service user resolve their problems
Identify patient needs in order to form plans
Influence the behaviour of the service user
Communicate essential information to the service user, therefore reducing anxiety, improving recovery rates and decreasing contact with services
What are the 3 main channels/types of communication?
Verbal
Paralinguistic
Non-verbal
What are examples of paralinguistic communication?
Uh-huh
Mmm
Head nods
Errr
Tone of voice
Timing of voice
Pitch of voice
Fluency of sentences
(Not proper words, but the way people speak)
What are the 4 types of language styles?
Dominance
Influence
Steadiness
Conscientiousness
What words relate to dominance in communication?
(5)
Direct
Results-oriented
Firm
Strong-willed
Forceful
What words relate to influence in communication?
(5)
Outgoing
Enthusiastic
Optimistic
High-spirited
Lively
What words relate to steadiness in communication?
(5)
Even-tempered
Accommodating
Patient
Humble
Tactful
What words relate to conscientiousness in communication?
(5)
Analytical
Reserved
Precise
Private
Systematic
When would we use dominance in communication?
In an emergency
When would we use influence in communication?
When interacting with children
When would we use steadiness in communication?
When interacting with elderly patients
When would we use conscientiousness in communication?
(3)
When interacting with neurodivergent people
When reporting an accident
When reporting safeguarding concerns
What is the most important part of communication?
What the other person hears
What’s important about non-verbal communication/active listening?
They can differ depending on cultures
What are examples of non-verbal communication/active listening?
(6)
Head movements
Eye contact
Facial expressions
Gesture
Posture
Personal space and proximity (age, gender, culture)
Touch
Appearance
How can we check that the patient heard and understood what we wanted them to?
Ask them questions before and after every procedure and let them know every detail of a procedure
What can we do if a patient doesn’t understand what we’ve told them?
(2)
Affirming
Summarising
What does a barrier to communication mean?
Anything that limits the purpose or channel of communication. It may limit or reduce the ease at which we communicate
What are examples of barriers to effective communication?
(10)
Semantic barriers
Psychological barriers
Organisational barriers
Cultural barriers
Physical barriers
Physiological barriers
Emotional barriers
Perception barriers
Technological barriers
Attitude barriers
What is used to find interpreters for patients?
Language line
What are semantic barriers in communication?
Language barriers
What are psychological barriers in communication?
The mood or tone of the sender or receiver gives a certain message
What are organisational barriers in communication?
Rules and regulations, relationships with managers, etc
What are cultural barriers in communication?
Different race or ethnicity, different words have different meanings, etc
What are physical barriers in communication?
Noise, faulty equipment, etc
What are physiological barriers in communication?
When you struggle to express or receive messages, e.g. dyslexia, autism, etc
What are emotional barriers in communication?
Anger, frustration, humour, loss of rationality, impatience, etc, can limit communication.
What are perception barriers in communication?
When the same information is perceived differently by people
What are technological barriers in communication?
Expenses
What are attitude barriers in communication?
Fixed opinions, large egos, etc
How can we overcome semantic barriers?
(3)
The level of language must be chosen carefully
The education and knowledge of the intended audience must be considered, as must their social and cultural background (links to health literacy)
Keep the language as simple as possible, and confirm understanding
How can we overcome psychological barriers?
(3)
Non-verbal cues can be ambiguous and their meaning can vary in respect to culture, context and intention
Random gestures can be interpreted to have some significance when none was intended
Style of dress can also have a huge influence on non-verbal communication, as this can affect people’s perceptions and stereotypes
How can we overcome cultural barriers?
(5)
Maintain respect- avoid stereotypes and personal biases
Be open- learn the basics and ask open questions
Prepare- do you need an interpreter or to use language line?
Word choice- select words that aren’t dual meaning or have different meanings to different cultures
Avoid stereotypes
How can we overcome physiological barriers?
(5)
Listen carefully and be patient
Consider note taking for key points
Provide written information to support discussions
Learn to read body language and visual queues
Communication tools may be useful
How can we overcome perception barriers?
(6)
Be clear and concise
Keep things simple
Ask the patient to repeat back to you
Challenge your own assumptions
Positive body language
Avoid confirmation biases
How can technology be a help in communicating?
(3)
Text reminders
Online booking
Self service checks
How can technology be a hindrance in communicating?
(2)
Emails are often misinterpreted or not responded to quickly
Updates and capabilities may incur cost barriers
